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Chris_B75
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3 Messages

Friday, February 27th, 2026 4:49 PM

Service Outage Reports

I've been an Xfinity customer for less than a week, so bare with me on this.  We are now on our second multi-hour service outage supposedly due to "network damage".  Both times the outage shows up in the app and online, but they clear it and say service has been restored within about 15 minutes while we continue to be without service for hours longer.

And of course since there is no outage currently in the system for very long, it won't let you request a billing credit either.

Is this normal behavior from Xfinity?

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4 hours ago

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EG

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116.3K Messages

4 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJeff

Official Employee

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670 Messages

4 hours ago

Greetings, @Chris_B75, and thanks for posting your issue to the Xfinity forums, and thank you @EG for moving the post so that we would be able to respond, I hope this message finds the two of you well. I am sorry to hear about the issues you are having with the service, I know that is not the impression that we want you to start your relationship with Xfinity off with, but you have come to the right place for assistance. When you have had the issue, and the app has said that the issue was resolved, did you by chance try restarting the modem?

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Chris_B75

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Yes I have tried restarting the equipment.  The Optical Network Unit still does not show an Online status.  Same thing happened earlier this week when there was a fiber cut in our area.  The status page showed the outage had been resolved within about 20 minutes of the outage starting.  But it took 4 more hours before our service came back up because they were having to repair fiber.

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4 hours ago

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XfinityJeff

Official Employee

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670 Messages

Thank you for the information @Chris_B75. We can take a look at the account and see what could be going on. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

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4 hours ago

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Chris_B75

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BTW, your AI Assistant tool does not seem to recognize the fact that this is a fiber service with an Optical Network Unit before the modem.  It only wants to troubleshoot the modem and then dispatch a technician.  If the ONU is not getting a connection, then the problem is on the fiber network side.

Outage reports that are a fiber cut or regional network equipment outages should not be cleared from the Status page until it is actually resolved.  That way customers can be informed that repairs are ongoing with an ETR and not just wonder why their service is still down due to y'all showing the outage was restored when it wasn't.

As a network engineer myself, this should be common practice.  I guarantee your internal monitoring tools should still show the outage.  I have checked with multiple other customers in this area and they are all still down also.

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4 hours ago

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